Summary
Overview
Work History
Education
Skills
Certification
LNGG
Accomplishments
I THRIVE IN RESOLVING ESCALATIONS
Additional
Timeline
Generic

Katherine J. Robinson

San Jose

Summary

As a seasoned professional with years of dedicated experience in the role as a IT Support Representative and a comprehensive background spanning 20 years in the Customer Center industry, I bring a wealth of expertise in troubleshooting, negotiation, resolution, and customer-centric service. I leverage strong communication skills to convey technical information clearly and understandably. My collaborative nature shines in dynamic environments, where I thrive as a team player. My extensive tenure in the Customer Center industry not only underscores my proficiency but also reflects my adaptability and ongoing dedication to excellence in customer support, inside sales and technical support.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Inside Sales Representative

Junk King LLC
03.2022 - 07.2022
  • Consistently exceeded performance expectations by booking a minimum of 25 inbound calls daily, showcasing a strong work ethic and commitment to meeting objectives.
  • Demonstrated exceptional productivity by averaging 500 sales appointments monthly, contributing significantly to the overall success of the call center operations.
  • Successfully converted call leads into warm sales appointments for Franchise Owners, showcasing a proactive approach to lead conversion and contributing to business growth.
  • Utilized effective communication and problem-solving skills to efficiently handle inbound calls, ensuring a seamless customer experience and maximizing the potential for sales appointment conversions.
  • Played a pivotal role in building a robust sales pipeline.

MyChart Support Analyst

Cleveland Clinic
01.2021 - 06.2021
  • Delivered comprehensive support to end users spanning a wide age range (16-83), demonstrating adaptability and effective communication skills tailored to diverse user needs.
  • Collaborated with colleagues in training initiatives, contributing to the successful deployment of software.
  • Played a key role in the successful upload and implementation of software, showcasing technical proficiency and attention to detail. This significantly contributed to a 2-week contract extending and lasting an impressive 25 weeks.
  • Applied strong interpersonal skills, patience, and tact to address end-user issues, resulting in timely problem resolution and increased user satisfaction. This proactive approach contributed to a positive work environment and effective communication skills.

Phone Bank Associate

Huntington National Bank
06.2018 - 10.2020
  • Managed interactions with a high volume of customers daily, fostering positive relationships and delivering exceptional service.
  • Exceeded established performance goals, including call handle time, availability, customer service, sales, and quality targets, both individually and collaboratively within a team setting.
  • Processed and resolved purchase disputes and fee reversals, contributing to a reduction in escalated issues and ensuring a streamlined customer experience.
  • Facilitated the seamless processing of loan payments for customers, demonstrating proficiency in financial transactions and customer assistance.
  • Maintained up-to-date knowledge of Huntington National Bank products, services, technology, and procedures, ensuring accurate and timely customer assistance and issue resolution.

Call Center Technician

Plus One Communication
11.2017 - 05.2018
  • Provided technical support for Cable Residential Customers as part of the Plus One team, handling troubleshooting calls related to Email, Modem, and Ethernet connectivity issues.
  • Implemented an effective cross-selling strategy, contributing to increased customer engagement and revenue.
  • Achieved a high first-call resolution rate, demonstrating technical proficiency and efficiency in addressing customer issues promptly.
  • Maintained a high level of customer satisfaction within the first 20 days on-site, emphasizing a commitment to delivering a positive customer experience.
  • Utilized algorithmic analysis to gauge and enhance operational performance, ensuring continuous improvement in customer satisfaction, cross-selling effectiveness, and overall productivity.

Customer Care Analyst

MegaPath Inc.
04.2013 - 09.2013
  • Orchestrated the consolidation of communication departments across five recently acquired telecommunication companies, fostering enhanced inter-departmental cohesion and efficiency.
  • Spearheaded the formation of MegaPath Inc.'s customer advocacy department, assembling and training a team of 7 dedicated personnel. Developed and implemented comprehensive in-house software training and compiled a structured 300-page Manual of processes.
  • Collaborated within a 3-person hiring team, successfully meeting objectives and concluding recruitment efforts by June 2013, ensuring the assembly of a competent and aligned staff for the customer advocacy department.
  • Achieved streamlined communication and synergy among the merged telecommunication companies' departments, enhancing operational fluidity and inter-company collaboration.
  • Implemented an efficient customer advocacy structure at MegaPath Inc., optimizing operations and ensuring a standardized approach to customer-centric initiatives and processes.

ESCALATION RESOLUTION ANALYST

8x8 Inc
10.2004 - 03.2012
  • Established a positive rapport with clients by maintaining open lines of communication throughout the resolution process.
  • Demonstrated expert knowledge of industry regulations, compliance requirements, and internal policies when addressing client concerns or disputes.
  • Negotiated successfully between various parties involved in disputes or conflicts, achieving mutually beneficial outcomes whenever possible.
  • Developed detailed reports highlighting issue trends and areas for improvement, leading to targeted process enhancements.
  • Boosted overall productivity by effectively prioritizing tasks based on urgency, complexity, and potential impact on clients.
  • Streamlined resolution processes for increased efficiency and quicker response times to customer inquiries.
  • Collaborated with cross-functional teams to address recurring problems and implement lasting improvements.
  • Reduced average resolution time significantly by implementing innovative problem-solving techniques and tools.
  • Served as a subject matter expert on specific product/service offerings within the company portfolio – helping other team members effectively address related issues.
  • Maintained comprehensive documentation of all cases handled, ensuring accuracy and accessibility of information for future reference.
  • Improved client retention rates through timely communications, attentive support, and proactive issue management.
  • Assisted colleagues in developing creative approaches to resolve challenging situations quickly while preserving client relationships.
  • Managed a high volume of cases simultaneously while maintaining exceptional attention to detail and adherence to established timelines for resolution.
  • Conducted root cause analyses to identify underlying issues and provide actionable recommendations for resolution.
  • Leveraged strong analytical skills to identify patterns in customer complaints and propose data-driven resolutions.
  • Supported continuous improvement initiatives within the department by routinely sharing insights from case experiences with peers and supervisors.
  • Designed and implemented creative strategies for preventing future client escalations, resulting in a reduction in overall case volume.
  • Enhanced customer satisfaction by promptly resolving complex issues and providing effective solutions.
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Managed and responded to correspondence and inquiries from customers and vendors.

Technical Support

8x8 Inc.
06.2004 - 03.2012
  • Successfully addressed escalated customer issues from emails and claims, showcasing an adept 80% resolution rate. Collaborated seamlessly with diverse teams, including tech support, billing, and sales agents, to achieve mutually beneficial solutions.
  • Led the comprehensive management of escalated customer complaints, demonstrating proficiency in orchestrating support efforts across tech support, billing, and sales teams. Achieved an 83% success rate through strategic coordination and effective problem-solving.
  • Designated as the go-to expert within a 12-member team, providing leadership in training and guidance for intricate customer triage issues. Contributed significantly to team proficiency, fostering efficiency in handling challenging situations.
  • Implemented collaborative resolution desk with tech support, billing, and sales agents, resulting in a 100% success rate towards addressing customer concerns. Showcased effective teamwork in achieving positive outcomes for both customers and the overall company.
  • I had Played a pivotal role in maintaining operational excellence by skillfully managing escalated issues. Demonstrated a high success rate and facilitated streamlined collaboration across departments, ensuring efficient and effective customer support.
  • Contractor till 2004-10-07

Education

Garfield HS Graduate - undefined

Garfield high school
OH

De Anza College - Business

De Anza College
01.2010

CCNA NETWORKING CERTIFICATION - Computer Science

CYSCO SYSTEM NETWORK ACADEMY
Pittsburg, CA
07.2000

Skills

  • IT Consulting
  • Conflict Resolution
  • Problem Analysis
  • Negotiation Skills
  • Decision-Making
  • Customer Focus
  • Process Improvement
  • Time Management
  • Documentation
  • Adaptability
  • Leadership
  • Empathy
  • Continuous Learning
  • Innovation
  • Data Analysis
  • Risk Management
  • Team Collaboration
  • Crisis Management
  • Proactive
  • Project Management

Certification

  • Cisco Certified Network Associate. CCNA. 2000
  • Seminar- Tony Robbins- Giant Steps. 1999
  • S. Covey- 7 Habits of Highly Effective People. 1996

LNGG

Currently Familiar with Farsi.
Currently Studying Arabic.
Fluent in English

Accomplishments

  • Collaborated with team of 5 in the development of Escalation Department.
  • Achieved Management responsibility as a whole Department of one with accuracy and efficiency.

I THRIVE IN RESOLVING ESCALATIONS

- Contact customer 1-1

- Document with meticulous notes.

- tools used Phone, Fax, CRM, EXCELL, VM.

- Scheduling follow-up on daily bases, Hourly basis.

- Developing harmonious communication between employees and customers.

- All while educated the end used on a Win-Win resolution.

Additional

  • Highly experienced in working with a large and diverse customer base. Skilled in supporting / retaining customers. Recognized as reducing more then 50% of churn while working as an Escalation Specialist within 8x8 Incorporated.
  • Excellent communication and analytical skills within Student of Arabic.
  • Huntington National Bank, with at least a 90% resolution on first contact calls while thriving in a busy, fast-paced office environment. Assist an average of 100 inbound calls daily.
  • Strong knowledge of computers and programs including IOS, MAC 10, MS Office: Word, Excel, PowerPoint, Outlook, Teams along with Account Management Applications such as Siebel and PeopleSoft CRM. Strong work ethics.
  • Grounded. Focused. Stable Lifestyle.

Timeline

Inside Sales Representative

Junk King LLC
03.2022 - 07.2022

MyChart Support Analyst

Cleveland Clinic
01.2021 - 06.2021

Phone Bank Associate

Huntington National Bank
06.2018 - 10.2020

Call Center Technician

Plus One Communication
11.2017 - 05.2018

Customer Care Analyst

MegaPath Inc.
04.2013 - 09.2013

ESCALATION RESOLUTION ANALYST

8x8 Inc
10.2004 - 03.2012

Technical Support

8x8 Inc.
06.2004 - 03.2012

Garfield HS Graduate - undefined

Garfield high school

De Anza College - Business

De Anza College

CCNA NETWORKING CERTIFICATION - Computer Science

CYSCO SYSTEM NETWORK ACADEMY

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Katherine J. Robinson